KR102075826B1 - System and method for providing customer center platform service using omni channel - Google Patents

Abstract

Regarding a customer center platform service providing system and method for an omni channel based on a customer's phone number, an interface unit connected to a plurality of customer service channels and receiving customer service request information of a customer terminal, and received from the interface unit A storage unit for storing customer service request information, customer terminal information and customer service channel information used by the customer terminal, and a service information providing unit for generating service information corresponding to the customer service request information and transmitting the generated service information to the customer terminal The service information providing unit, when the customer service request information is received, matches the customer service request information, the customer terminal information, and the customer service channel information used by the customer terminal and stores it in the storage unit, and the service information corresponding to the customer service request information Create a customer Group determines the customer service channel to be transmitted on the basis of the customer information using a service channel, and may transmit the service information generated by the determined customer service channel to the client terminal.

Description

System and method for providing customer center platform service for Omni channel {SYSTEM AND METHOD FOR PROVIDING CUSTOMER CENTER PLATFORM SERVICE USING OMNI CHANNEL}

The present invention relates to a customer center platform service providing system and method for an omni channel, and more particularly, to a customer center platform service providing system and method for an omni channel based on a customer's telephone number.

Currently, many companies sell products and services through various channels such as online, offline, SNS, and the web, and customer requirements and customer complaints are also occurring through various channels.

Therefore, if the customer's voice generated in the diversified channel is not immediately processed, it may cause huge damage to the company.

In general, many companies receive questions or complaints from customers who have purchased products using servers operated by the companies, and individually respond to questions and receive A / S for product improvement and company image reconsideration. The customer center service system that can be operated is operated individually.

However, such a customer center service system has a structure in which it is difficult to immediately respond to a request of a customer through various channels such as online, offline, SNS, and the web.

In the existing customer center service method, the method for providing the presence information of the customer center through the user terminal and the system and the customer center server have been disclosed in Korean Patent Publication No. 10-2010-0098889 (2010.09.10), messaging The customer center system and service method was disclosed in Korean Patent Publication No. 10-2014-0078052 (2014.06.25), and the mobile customer center service system using a VM application and a VM application for mobile customer center service were mounted. The communication terminal was registered as Korean Patent No. 10-0695093 (2007.03.08).

However, these existing customer center service methods, there is a problem that not only needs a lot of cost and a large number of management personnel, but also does not satisfy the requirements of customers due to the lack of a systematic customer management process.

Therefore, in the future, there is a need to develop a customer center platform service providing system and method for an omni channel that can provide customer service quickly at a low cost by integrating and managing customer requirements received through various channels.

Technical problem to be achieved by an embodiment of the present invention, by providing an interface connected to a number of customer service channels to provide service information corresponding to customer service requests received in various channels, quickly and optimally at a low cost We intend to provide a customer center platform service providing system and method for omni channels that can provide services.

In addition, a technical problem to be achieved by an embodiment of the present invention is to provide user convenience by determining a customer service channel to be transmitted based on customer service channel information used by a customer terminal and providing a service through a channel frequently used by a user. To provide a customer center platform service providing system and method for Omni Channel.

In addition, the technical problem to be achieved by an embodiment of the present invention, by omitting customer service request information received in various channels into a service group based on extracted specific keywords, for omni channels that can quickly provide optimal customer service It is intended to provide a customer center platform service provision system and method.

In addition, the technical problem to be achieved by an embodiment of the present invention is to measure the service information generation time, if not within a preset time, by sending a message including the expected date of service information, Omni channel for providing user convenience It is intended to provide a customer center platform service provision system and method.

The technical problems to be achieved in the present invention are not limited to the technical problems mentioned above, and other technical problems that are not mentioned will be clearly understood by those skilled in the art from the following description. Will be able to.

In order to solve the above technical problem, the customer center platform service providing system for an omni channel according to an embodiment of the present invention is connected to a plurality of customer service channels and an interface unit for receiving customer service request information of a customer terminal. , A storage unit for storing customer service request information, customer terminal information and customer service channel information used by the customer terminal, and service information generated by generating service information corresponding to the customer service request information to the customer terminal It includes a service information providing unit to be transmitted, and the service information providing unit, when the customer service request information is received, matches the customer service request information, the customer terminal information, and the customer service channel information used by the customer terminal and stores it in the storage unit, and requests the customer service Service information corresponding to the information Sex, and determines the customer service channel to be transmitted on the basis of the customer service channel information with the client terminal, and can transmit the service information generated by the determined customer service channel to the client terminal.

Here, the interface unit includes a socket communication module connected to the first customer service channel, a Transmission Control Protocol / Internet Protocol (TCP / IP) module connected to the second customer service channel, and a ReST connected to the third customer service channel. / HTTP (Representational State Transfer / Hypertext Transfer Protocol) module, FTP / SFTP (File Transfer Protocol / Secure File Transfer Protocol) module connected to the 4th customer service channel, SOAP (Simple Object Access Protocol) connected to the 5th customer service channel ) Module, E-mail / JMS (Java Message Service) module connected to the sixth customer service channel, and other modules connected to the seventh customer service channel.

Then, when the service information providing unit receives the customer service request information, the received customer service request information may be analyzed and classified into one of a plurality of service groups.

Here, when analyzing the received customer service request information, the service information providing unit may extract specific keywords from the received customer service request information and classify them into a service group related to the extracted keyword based on the extracted specific keywords.

Subsequently, when generating service information corresponding to the customer service request information, the service information providing unit checks whether service information corresponding to the customer service request information is generated within a preset time, and if the confirmation result is not generated within the preset time A message including a scheduled date for providing service information may be transmitted to the customer terminal.

Here, when the service information providing unit transmits a message including a due date for providing service information to the customer terminal, it checks the customer service channel information of the customer terminal and sends a message through the previous customer service channel to which the customer service request information of the customer terminal was transmitted. Can transmit.

In some cases, the service information providing unit checks the customer service channel information of the customer terminal when transmitting a message including the expected date of service information to the customer terminal, extracts the customer service channel most frequently used by the customer terminal, and extracts the extracted customer. You can send a message through the service channel.

In addition, when determining the customer service channel to be transmitted based on the customer service channel information used by the customer terminal, the service information providing unit checks the customer service channel information of the customer terminal and transfers the previous service to the customer terminal. The channel may be determined as a customer service channel to which the generated service information is transmitted.

In some cases, the service information providing unit extracts the customer service channel most frequently used by the customer terminal by checking the customer service channel information of the customer terminal when determining the customer service channel to be transmitted based on the customer service channel information used by the customer terminal. Then, the extracted customer service channel may be determined as a customer service channel to which the generated service information is transmitted.

Next, the service information providing unit includes an information matching unit that matches customer service request information, customer terminal information, and customer service channel information used by the customer terminal, and a service information generation unit that generates service information corresponding to the customer service request information, The customer service channel determination unit for determining the customer service channel to be transmitted based on the customer service channel information used by the customer terminal, and the information matching unit, the service information generation unit, and the customer service channel determination unit are controlled to control the generated service information by multiple customers It may include a control unit for transmitting to the customer terminal through the determined customer service channel among the service channels.

Further, the service information providing unit further includes a timer for measuring the generation time of the service information, and a message generation unit for generating a message including a scheduled date for providing the service information, and the control unit generates the service information within a preset time through a timer. Check whether it is, and if the service information is not generated within the preset time, and controls the message generator to generate a message including the expected date of service information, and the generated message through the determined customer service channel among the plurality of customer service channels It can be sent to a customer terminal.

On the other hand, the customer center platform service providing system for an omni channel according to an embodiment of the present invention, which is communicatively connected to a customer server and a customer terminal of a customer company, is connected to a number of customer service channels to receive customer service request information of the customer terminal. The interface unit, a storage unit for storing customer service request information received from the interface unit, customer terminal information and customer service channel information used by the customer terminal, and service information corresponding to the customer service request information are received from the customer server. It includes a service information providing unit that transmits service information to a customer terminal, and the service information providing unit matches the customer service request information, the customer terminal information, and the customer service channel information used by the customer terminal when the customer service request information is received. Save and request customer service The service information generation request signal corresponding to the beam is transmitted to the customer's server, the service information generated from the customer's server is received, and the customer service channel to be transmitted is determined based on the customer service channel information used by the customer terminal, and the determined customer service The service information received through the channel may be transmitted to the customer terminal.

On the other hand, the service provided by the customer center platform service providing system for an omni channel according to an embodiment of the present invention including an interface unit, a storage unit, and a service information providing unit connected to a plurality of customer service channels and communicating with a plurality of customer terminals. The method includes receiving the customer service request information of the customer terminal through the interface unit, and matching the customer service request information received through the service information providing unit, the customer terminal information, and the customer service channel information used by the customer terminal and storing the information in the storage unit. And generating service information corresponding to the customer service request information through the service information providing unit, and determining a customer service channel to be transmitted based on the customer service channel information used by the customer terminal through the service information providing unit. , Determined through the interface The service information generated by the customer service channel may include a step of transmitting to the client terminal.

A system and method for providing a customer center platform service for an omni channel according to the present invention are as follows.

According to the present invention, by providing an interface connected to a plurality of customer service channels and providing service information corresponding to customer service requests received through various channels, it is possible to provide optimal customer service quickly and at a low cost.

In addition, the present invention can provide user convenience by determining a customer service channel to be transmitted based on customer service channel information used by a customer terminal and providing a service through a channel frequently used by a user.

In addition, the present invention can provide optimal customer service quickly by classifying customer service request information received through various channels into a service group based on extracted specific keywords.

In addition, the present invention can provide user convenience by measuring a service information generation time and transmitting a message including a scheduled date for providing service information if it is not within a preset time.

Further scope of applicability of the present invention will become apparent from the following detailed description. However, various changes and modifications within the spirit and scope of the present invention may be clearly understood by those skilled in the art, and thus, it should be understood that specific embodiments such as detailed description and preferred embodiments of the present invention are given as examples only.

1 is a block diagram illustrating a customer center platform service providing system for an omni channel according to a first embodiment of the present invention.
FIG. 2 is a block diagram showing the interface of FIG. 1.
FIG. 3 is a block diagram showing the storage unit of FIG. 1.
FIG. 4 is a block diagram showing the service information providing unit of FIG. 1.
5 is a block diagram illustrating a customer center platform service providing system for an omni channel according to a second embodiment of the present invention.
6 and 7 are conceptual diagrams for explaining a customer center platform service providing system for an omni channel according to the present invention.
8 to 10 are flowcharts for explaining a method for providing a customer center platform service for an omni channel according to the present invention.

Hereinafter, the present invention will be described in more detail with reference to the drawings.

The suffixes "modules" and "parts" for components used in the following description are simply given in consideration of the ease of writing this specification, and the "modules" and "parts" may be used interchangeably.

Furthermore, embodiments of the present invention will be described in detail with reference to the accompanying drawings and the contents described in the accompanying drawings, but the present invention is not limited or limited by the embodiments.

The terminology used in the present specification is a general terminology that is currently widely used while considering functions in the present invention, but this may vary depending on the intention or custom of a person skilled in the art or the appearance of new technologies. In addition, in certain cases, some terms are arbitrarily selected by the applicant, and in this case, their meaning will be described in the description of the applicable invention. Therefore, the terms used in the present specification are intended to clarify that the terms should be interpreted based on the actual meaning of the terms and the contents of the present specification, not simply the names of the terms.

1 is a block diagram illustrating a customer center platform service providing system for an omni channel according to a first embodiment of the present invention, FIG. 2 is a block diagram showing the interface of FIG. 1, and FIG. 3 is a storage of FIG. 1 FIG. 4 is a block diagram showing the service information providing unit of FIG. 1.

As shown in FIG. 1, the customer center platform service providing system 200 for an omni channel of the present invention may be communicatively connected to a plurality of customer terminals 100 through a network.

Here, the Omni channel customer center platform service providing system 200 is disposed in a server of a specific customer company and requests various channels from a customer terminal 100 receiving products and services of the customer, such as requirements or complaints. Service information corresponding to a service request may be provided.

In some cases, the Omni channel customer center platform service providing system 200 is disposed separately from the server of a specific customer, and is requested by various channels from the customer terminal 100 receiving products and services of the customer. Various service requests, such as complaints, may be received, the service request may be delivered to a server of a specific customer, and service information corresponding to the service request may be received from a server of a specific customer and provided to the customer terminal 100.

In another case, the Omni channel customer center platform service providing system 200 is connected to a number of customer servers, and requests or complaints requested by various channels from the customer terminal 100 receiving products and services of each customer. Receive various service requests, classify service requests for each customer, deliver the classified service request to the corresponding customer server, receive service information corresponding to the service request from the customer server, and provide it to the customer terminal 100 It might be.

And, the customer terminal 100 is a PC (Personal Computer), network TV (Network TV), HBBTV (Hybrid Broadcast Broadband TV), smart TV (Smart TV), IPTV (Internet Protocol TV), such as a fixed device (standing device) ), And a mobile device (mobile device or handheld device) such as a smart phone, a tablet PC, a notebook, and a personal digital assistant (PDA).

Subsequently, the network connecting and communicating between the customer terminal 100 and the customer center platform service providing system 200 for the omni channel includes both wired and wireless networks, and the customer terminal 100 and the customer center platform service for the omni channel It refers to a communication network that supports various communication standards or protocols for pairing or / and data transmission / reception between the providing system 200 or between the customer center platform service providing system 200 for the omni channel and the external server.

Such a wired / wireless network includes all communication networks to be supported by the specification, either presently or in the future, and can support all one or more communication protocols therefor.

Such wired / wireless networks include, for example, Universal Serial Bus (USB), Composite Video Banking Sync (CVBS), Component, S-Video (analog), Digital Visual Interface (DVI), High Definition Multimedia Interface (HDMI), Network for wired connection such as RGB, D-SUB and communication standards or protocols therefor, Bluetooth, Radio Frequency Identification (RFID), Infrared Data Association (IrDA), Ultra Wideband (UWB), Zigbee (ZigBee), Digital Living Network Alliance (DLNA), Wireless LAN (WLAN) (Wi-Fi), Wireless broadband (Wibro), World Interoperability for Microwave Access (Wimax), High Speed Downlink Packet Access (HSDPA), LTE / LTE -A (Long Term Evolution / LTE-Advanced), can be formed by a network for a wireless connection, such as Wi-Fi direct (direct) and communication standards or protocols therefor.

In addition, the Omni channel customer center platform service providing system 200, e-mail, web browsing (bank browsing), banking (game), applications (application) through such a wired / wireless network ).

In addition, the Omni channel customer center platform service providing system 200 can use a standardized general-purpose operating system (OS) and a web OS, and can be used on a variety of general-purpose OS kernels or Linux kernels. Adding, deleting, amending, and updating services or applications can be handled, and a more user-friendly environment can be configured and provided.

In addition, the Omni channel customer center platform service providing system 200 may receive and process an external input, for example, an HDMI (High-Definition Multimedia Interface), Playstation or X- as an external input. Game devices such as X-Box, smart phones, tablet PCs, printing devices such as pocket photos, smart TVs, Blu-ray device devices, etc. All devices may be included.

In addition, the omni-channel customer center platform service providing system 200 means a system that supplies data to or receives data from the customer terminal 100, and is also called a processor.

In addition, the Omni channel customer center platform service providing system 200 includes a web page, a portal server providing web content or web service, and advertising data. Ad server providing content, content server providing content, SNS server providing social network service (SNS), service server provided by manufacturer, VoD ( A service server that provides a Video on Demand (MVD), a Multichannel Video Programming Distributor (MVD) for providing a streaming service, and a pay service may be included.

As an embodiment, as shown in FIG. 1, the customer center platform service providing system 200 for an omni channel according to the present invention includes an interface unit 210, a storage unit 220, and a service information providing unit 230 ).

Here, the interface unit 210 may be connected to a plurality of customer service channels to receive customer service request information of the customer terminal 100, or transmit service information corresponding to the customer service request to the customer terminal 100. have.

For example, as shown in FIG. 2, the interface unit 210 includes a socket communication module 212 connected to a first customer service channel and a Transmission Control Protocol / TCP / IP connected to a second customer service channel. Internet Protocol (Module) module 213, ReST / HTTP (Representational State Transfer / Hypertext Transfer Protocol) module 214 connected to the third customer service channel, FTP / SFTP (File Transfer Protocol / Secure) connected to the fourth customer service channel File Transfer Protocol (module) 215, Simple Object Access Protocol (SOAP) module 216 connected to the fifth customer service channel, and E-mail / JMS (Java Message Service) module 217 connected to the sixth customer service channel ), And other modules 218 connected to the seventh customer service channel.

As described above, the interface unit of the present invention can be omni-channelized by integrating all of a plurality of service channels into one so that all customer service requests of the customer terminal 100 transmitted through various channels can be received.

Accordingly, the present invention can provide optimal customer service quickly and at a low cost by providing service information corresponding to customer service requests received through various channels by arranging an interface that is integrally connected to a plurality of customer service channels. .

Next, as shown in FIG. 3, the storage unit 220 may store customer service request information, customer terminal information, and customer service channel information used by the customer terminal, received from the interface unit 210.

Here, the customer terminal information may be a phone number of the customer terminal, but is not limited thereto.

In addition, the customer service channel information includes: first customer service channel information related to socket communication, second customer service channel information related to TCP / IP, third customer service channel information related to ReST / HTTP, and fourth customer related to FTP / SFTP Service channel information, SOAP-related fifth customer service channel information, E-mail / JMS-related sixth customer service channel information, and other communication-related seventh customer service channel information other than the first to sixth customer service channels. It may, but is not limited to this.

In some cases, the customer service channel information may include the number of times each customer service channel is used by the customer terminal 100.

In addition, the storage unit 220 may classify and store customer service request information into a service group among a plurality of service groups.

For example, as shown in FIG. 3, the storage unit 220 may include a plurality of service groups including the first service group 222 and the second service group 224, and each service group includes a corresponding service. Related customer service request information, customer terminal 100 information, and customer service channel information used by the customer terminal 100 may be classified and stored.

That is, the first service group 222 includes customer service request information 222-1, customer terminal information 222-2, and customer service channel information 222-3 used by the customer terminal related to the first service. It can be sorted and stored.

In addition, the second service group 224 includes customer service request information 224-1, customer terminal information 224-2, and customer service channel information 224-3 used by the customer terminal related to the second service. It can be sorted and stored.

Next, the service information providing unit 230 may generate service information corresponding to the customer service request information and transmit the generated service information to the customer terminal 100.

That is, when the service information providing unit 230 receives the customer service request information through the interface unit 210, the storage unit 220 matches customer service request information, customer terminal information, and customer service channel information used by the customer terminal To store, generate service information corresponding to the customer service request information, determine a customer service channel to be transmitted based on the customer service channel information used by the customer terminal 100, and service information generated through the determined customer service channel Can be transmitted to the customer terminal 100.

Here, when the service information providing unit 230 receives the customer service request information, the received customer service request information may be analyzed and classified into any one of a plurality of service groups.

For example, when analyzing the received customer service request information, the service information providing unit 230 extracts specific keywords from the received customer service request information, and a service group related to the extracted keyword based on the extracted specific keywords Can be classified as

As described above, the reason for classifying the customer service request information is that the service information corresponding to the classified service request can be quickly provided by classifying the customer service request information received through various channels into a service group based on the extracted specific keywords. This is because it can provide optimal customer service.

The service information providing unit 230 may match the customer terminal information and the customer service channel information used by the customer terminal when the customer service request information is classified into a predetermined service group.

Here, the customer terminal information may be a phone number of the customer terminal, but is not limited thereto.

As described above, the reason why the customer terminal phone number is included in the customer terminal information is that service information is provided based on the phone number of the customer terminal, so that the program design can have a simple and quick effect.

The customer service channel information includes the first customer service channel information related to socket communication, the second customer service channel information related to TCP / IP, the third customer service channel information related to ReST / HTTP, and the fourth customer service channel related to FTP / SFTP. Information, the fifth customer service channel information related to SOAP, the sixth customer service channel information related to E-mail / JMS, and the seventh customer service channel information related to communication other than the first to sixth customer service channels. , But is not limited thereto.

In addition, the customer service channel information may include the number of times each customer service channel is used by the customer terminal.

As such, the reason for the need for customer service channel information is that user convenience can be provided by determining a customer service channel to be transmitted based on the customer service channel information used by the customer terminal and providing a service through a channel frequently used by the user. to be.

In addition, when generating service information corresponding to the customer service request information, the service information providing unit 230 confirms whether service information corresponding to the customer service request information is generated within a preset time, and confirms the preset time If not created within, a message including a scheduled date for providing service information may be transmitted to the customer terminal 100.

As described above, the reason for measuring the service information generation time is that if the service information is not provided within a preset time, a user's convenience can be provided by sending a message including a scheduled date for providing the service information to the customer terminal.

In the system of the present invention, when the service information for the service request of the customer terminal is not provided immediately, the present invention can provide user convenience by sending a message including the expected date of service information to the customer terminal.

Here, the service information providing unit 230 checks the customer service channel information of the customer terminal when transmitting a message including the expected date of service information to the customer terminal, and the previous customer service channel to which the customer service request information of the customer terminal has been transmitted. You can send a message through

As described above, the reason for transmitting the message through the previous customer service channel where the customer service request information of the customer terminal has been transmitted is that the channel environment used by the customer terminal 100 is the most optimal communication environment for the customer, thus providing the optimal service. Because you can.

In some cases, the service information providing unit 230 checks the customer service channel information of the customer terminal 100 when the message including the expected date of service information is transmitted to the customer terminal 100 to be used most frequently by the customer terminal. The customer service channel may be extracted and a message may be transmitted through the extracted customer service channel.

As described above, the reason why the customer terminal 100 transmits a message through the most used customer service channel is that the channel environment that the customer terminal 100 has used most is the most optimal communication environment for the customer, so it can provide the optimal service. Because.

Here, the service information providing unit 230, when the customer terminal 100 extracts the most used customer service channel, if the extracted number of customer service channels is multiple, generates the most recently used customer service channel It may be determined as a customer service channel to transmit the service information.

The reason is that the channel environment that the customer terminal 100 has used most recently is the most optimal communication environment for the customer, so that the optimal service can be provided.

Next, when confirming whether service information corresponding to the customer service request information is generated within a preset time, the service information providing unit 230 determines a customer service channel to transmit the generated service information when the verification result is generated within a preset time. The service information may be transmitted to the customer terminal through the determined customer service channel.

Here, when the service information providing unit 230 determines the customer service channel to which the generated service information is transmitted when it is generated within a preset time as a result of checking, the customer service request information of the customer terminal is checked by checking the customer service channel information of the customer terminal. The previously transmitted customer service channel may be determined as a customer service channel to which generated service information is transmitted.

The reason is that the channel environment used by the customer terminal 100 is the most optimal communication environment for the customer, so that the optimal service can be provided.

In some cases, when the service information providing unit 230 determines the customer service channel to which the generated service information is transmitted when it is generated within a preset time as a result of checking, the customer service channel information of the customer terminal is checked and used most frequently by the customer terminal. The customer service channel may be extracted, and the extracted customer service channel may be determined as a customer service channel to which the generated service information is transmitted.

The reason is that the channel environment that the customer terminal 100 has used most is the most optimal communication environment for the customer, so that the optimal service can be provided.

In addition, the service information providing unit 230, when the customer terminal extracts the most frequently used customer service channels, if the extracted customer service channels are multiple, the service information generated in the most recently used customer service channel It can be determined as a customer service channel to transmit.

The reason is that the channel environment that the customer terminal 100 has used most recently is the most optimal communication environment for the customer, so that the optimal service can be provided.

Next, when determining the customer service channel to be transmitted based on the customer service channel information used by the customer terminal, the service information providing unit 230 checks the customer service channel information of the customer terminal and sends the customer service request information of the customer terminal The previous customer service channel can be determined as a customer service channel to transmit the generated service information.

In some cases, the service information providing unit 230 determines the customer service channel to be transmitted based on the customer service channel information used by the customer terminal, checks the customer service channel information of the customer terminal, and uses the customer terminal most frequently The service channel may be extracted, and the extracted customer service channel may be determined as a customer service channel to which the generated service information is transmitted.

Here, when the service information providing unit extracts the customer service channel most frequently used by the customer terminal, and the number of extracted customer service channels is large, the customer service that transmits the generated service information to the most recently used customer service channel in time. You can decide by channel.

As shown in FIG. 4, the service information providing unit 230 includes an information matching unit 232 that matches customer service request information, customer terminal information, and customer service channel information used by the customer terminal, and customer service request A service information generation unit 234 for generating service information corresponding to the information, a customer service channel determination unit 236 for determining a customer service channel to be transmitted based on the customer service channel information used by the customer terminal, and an information matching unit ( 232), a control unit for transmitting the service information generated by controlling the service information generation unit 234 and the customer service channel determination unit 236 to the customer terminal 100 through the determined customer service channel among the plurality of customer service channels ( 237).

In some cases, as shown in FIG. 4, the service information providing unit 230 includes a timer 238 for measuring the generation time of service information, and a message generation unit 239 for generating a message including a scheduled date of service information provision. It may further include.

Here, the control unit 237 checks whether the service information is generated within a preset time through the timer 238, and if the service information is not generated within the preset time, generates a message to generate a message including a scheduled date of service information provision. It controls the unit 239 and may transmit the generated message to the customer terminal 100 through the determined customer service channel among the plurality of customer service channels.

As described above, the present invention provides service information corresponding to customer service requests received through various channels by arranging interfaces connected to a plurality of customer service channels, thereby providing optimal customer service quickly and at a low cost. have.

In addition, the present invention can provide user convenience by determining a customer service channel to be transmitted based on customer service channel information used by a customer terminal and providing a service through a channel frequently used by a user.

In addition, the present invention can provide optimal customer service quickly by classifying customer service request information received through various channels into a service group based on extracted specific keywords.

In addition, the present invention can provide user convenience by measuring a service information generation time and transmitting a message including a scheduled date for providing service information if it is not within a preset time.

5 is a block diagram illustrating a customer center platform service providing system for an omni channel according to a second embodiment of the present invention.

As shown in FIG. 5, the customer center platform service providing system 200 for an omni channel of the present invention provides a network to a customer server 300 and a plurality of customer terminals 100 receiving products and services of the customer company. Can be connected through communication.

Here, the Omni channel customer center platform service providing system 200 is disposed separately from a specific customer server, such as requirements or complaints requested by various channels from the customer terminal 100 receiving the products and services of the customer Various service requests may be received, a corresponding service request may be delivered to a server of a specific customer company, and service information corresponding to the service request may be received from a server of a specific customer company and provided to the customer terminal 100.

Since the system of FIG. 5 according to the second embodiment is almost similar to the system of FIG. 1 according to the first embodiment, redundant description will be omitted.

As shown in FIG. 5, the customer center platform service providing system 200 for an omni channel according to the present invention may include an interface unit 210, a storage unit 220, and a service information providing unit 230. have.

Here, the interface unit 210 may be connected to a plurality of customer service channels to receive customer service request information of the customer terminal 100, or may transmit service information corresponding to the customer service request to the customer terminal 100. have.

For example, the interface unit 210 includes a socket communication module connected to the first customer service channel, a Transmission Control Protocol / Internet Protocol (TCP / IP) module connected to the second customer service channel, and a third customer. ReST / HTTP (Representational State Transfer / Hypertext Transfer Protocol) module connected to the service channel, FTP / SFTP (File Transfer Protocol / Secure File Transfer Protocol) module connected to the fourth customer service channel, connected to the fifth customer service channel It may include a Simple Object Access Protocol (SOAP) module, an E-mail / JMS (Java Message Service) module connected to the sixth customer service channel, and other modules connected to the seventh customer service channel.

Next, the storage unit 220 may store customer service request information, customer terminal information, and customer service channel information used by the customer terminal, received from the interface unit 210.

Here, the customer terminal information may be a phone number of the customer terminal, but is not limited thereto.

In addition, the customer service channel information includes: first customer service channel information related to socket communication, second customer service channel information related to TCP / IP, third customer service channel information related to ReST / HTTP, and fourth customer related to FTP / SFTP Service channel information, SOAP-related fifth customer service channel information, E-mail / JMS-related sixth customer service channel information, and other communication-related seventh customer service channel information other than the first to sixth customer service channels. It may, but is not limited to this.

In some cases, the customer service channel information may include the number of times each customer service channel is used by the customer terminal 100.

In addition, the storage unit 220 may classify and store customer service request information into a service group among a plurality of service groups.

Next, the service information providing unit 230 may receive service information corresponding to the customer service request information from the customer server 300 and transmit the received service information to the customer terminal 100.

That is, the service information providing unit 230, when the customer service request information is received through the interface unit 210, matches the customer service request information, the customer terminal information, and the customer service channel information used by the customer terminal to store the storage unit 220 Stored in the customer service, and transmits a request signal for generating service information corresponding to the customer service request information to the customer company server 300, receives service information generated from the customer company server 300, and uses the customer service channel used by the customer terminal 100. The customer service channel to be transmitted may be determined based on the information, and the service information received through the determined customer service channel may be transmitted to the customer terminal 100.

When analyzing the received customer service request information, the service information providing unit 230 may extract specific keywords from the received customer service request information and classify them into a service group related to the extracted keyword based on the extracted specific keywords. have.

As described above, the reason for classifying the customer service request information is that the service information corresponding to the classified service request can be quickly provided by classifying the customer service request information received through various channels into a service group based on the extracted specific keywords. This is because it can provide optimal customer service.

Next, when determining the customer service channel to be transmitted based on the customer service channel information used by the customer terminal, the service information providing unit 230 checks the customer service channel information of the customer terminal and sends the customer service request information of the customer terminal The previous customer service channel can be determined as a customer service channel to transmit the generated service information.

In some cases, the service information providing unit 230 determines the customer service channel to be transmitted based on the customer service channel information used by the customer terminal, checks the customer service channel information of the customer terminal, and uses the most frequently used customer terminal. The service channel may be extracted, and the extracted customer service channel may be determined as a customer service channel to which the generated service information is transmitted.

Here, when the service information providing unit extracts the customer service channel most frequently used by the customer terminal, and the number of extracted customer service channels is large, the customer service that transmits the generated service information to the most recently used customer service channel in time. You can decide by channel.

6 and 7 are conceptual diagrams for explaining a customer center platform service providing system for an omni channel according to the present invention.

6, the customer center platform service providing system 200 for an omni channel of the present invention is connected to a customer company server 300 and an application program interface (API) provider server 150 to implement customer service provision. You can.

The interface unit of the customer center platform service providing system 200 for an omni channel may be integrated into a plurality of service channels by omitting a plurality of service channels into one so as to be able to receive all customer service requests of a customer terminal transmitted through various channels.

For example, the interface unit of the Omni channel customer center platform service providing system 200 includes a socket communication module connected to the first customer service channel and a Transmission Control Protocol (TCP / IP) connected to the second customer service channel. / Internet Protocol) module, ReST / HTTP (Representational State Transfer / Hypertext Transfer Protocol) module connected to the third customer service channel, FTP / SFTP (File Transfer Protocol / Secure File Transfer Protocol) module connected to the fourth customer service channel , Simple Object Access Protocol (SOAP) module connected to the 5th customer service channel, E-mail / JMS (Java Message Service) module connected to the 6th customer service channel, and other modules connected to the 7th customer service channel It can contain.

In addition, the API (Application Program Interface) provider server 150 may provide a network operation service such as a message API, a communication API, a portal API, an SNS API, a payment API, a public API, an APP API, and other APIs.

In addition, the system 200 of the present invention is connected to the app service provider server 400 and is provided with an application service provider (ASP) and a system interaction (SI) type service, and the customer of the customer terminal is transmitted through various channels. By receiving all service requests, the corresponding service information can be provided to the customer terminal through various channels.

In addition, as shown in FIG. 7, the customer center platform service providing system 200 for an omni channel according to the present invention may be implemented in a plurality of layers, including a framework environment related table, a user related table, and a log related table. Database layer 510 including Linux, Linux operating layer 520, HTTP, TCP / IP, Spring framework layer 530 including LMS, MAIL, login module, message API, TCP / IP API , API layer 540 including payment API, MAIL API, etc., management layer 550 including user management, code management environment management, statistics management, system management, batch management, etc., user site layer 560, etc. It can contain.

8 to 10 are flowcharts for explaining a method for providing a customer center platform service for an omni channel according to the present invention.

As shown in FIG. 8, the present invention first receives customer service request information of the customer terminal through the interface unit (S10).

Then, the present invention may match the customer service request information received through the service information providing unit, the customer terminal information, and the customer service channel information used by the customer terminal and store it in the storage unit (S20).

Next, the present invention generates service information corresponding to the customer service request information through the service information providing unit (S30).

Subsequently, the present invention determines a customer service channel to be transmitted based on the customer service channel information used by the customer terminal through the service information providing unit (S40).

Then, the present invention transmits the service information generated through the customer service channel determined through the interface unit to the customer terminal (S50).

In some cases, as shown in Figure 9, the present invention, when receiving the customer service request information of the customer terminal through the interface unit, when the customer service request information is received through the service information providing unit (S10) received customer service The request information is analyzed (S11).

Then, the present invention extracts specific keywords from the received customer service request information (S12).

Subsequently, the present invention classifies the service group related to the extracted keyword based on the extracted specific keywords (S13), and then provides the customer service request information, customer terminal information, and customer service channel information used by the customer terminal to the classified service group. Matching can be stored in the storage unit (S20).

As another case, as shown in FIG. 10, the present invention measures the generation time of service information corresponding to the customer service request information when generating service information corresponding to the customer service request information through the service information providing unit (S31).

Then, the present invention confirms whether the service information is generated within a preset time based on the measured service information generation time (S32).

Subsequently, the present invention generates a message including a scheduled date for providing service information if it is not generated within a preset time as a result of the verification (S33).

As described above, the reason for measuring the service information generation time is that if the service information is not provided within a preset time, a user's convenience can be provided by sending a message including a scheduled date for providing the service information to the customer terminal.

In the system of the present invention, when the service information for the service request of the customer terminal is not provided immediately, the present invention can provide user convenience by sending a message including the expected date of service information to the customer terminal.

Next, the present invention transmits the generated message to the customer terminal (S34).

Here, the present invention, when transmitting a message including the expected date of service information to the customer terminal, checks the customer service channel information of the customer terminal and transmits the message through the previous customer service channel where the customer service request information of the customer terminal was transmitted. Can.

The reason is that the channel environment used by the customer terminal 100 is the most optimal communication environment for the customer, so that the optimal service can be provided.

In some cases, the present invention checks customer service channel information of the customer terminal when the message including the expected date of service information is transmitted to the customer terminal, extracts the customer service channel most frequently used by the customer terminal, and extracts the customer service. You can also send messages over the channel.

The reason is that the channel environment that the customer terminal 100 has used most is the most optimal communication environment for the customer, so that the optimal service can be provided.

In addition, according to the present invention, when the customer terminal extracts the most frequently used customer service channels, if there are multiple extracted customer service channels, the customer service that transmits the generated service information to the most recently used customer service channel in time. You can also decide by channel.

The reason is that the channel environment that the customer terminal 100 has used most recently is the most optimal communication environment for the customer, so that the optimal service can be provided.

And, as shown in Figure 10, the present invention, based on the generation time of the measured service information, in the step (S32) of checking whether the service information is generated within a preset time, as a result of the verification, generated service information when it is generated within a preset time It is possible to determine the customer service channel to transmit the service information to the customer terminal through the determined customer service channel.

Here, the present invention, when determining the customer service channel to be transmitted based on the customer service channel information used by the customer terminal through the service information providing unit (S40), check the customer service channel information of the customer terminal to customer service of the customer terminal The previous customer service channel to which the request information was transmitted may be determined as a customer service channel to transmit the generated service information.

In some cases, the present invention, when determining the customer service channel to be transmitted based on the customer service channel information used by the customer terminal through the service information providing unit (S40), checks the customer service channel information of the customer terminal, the customer terminal is the most The frequently used customer service channel may be extracted, and the extracted customer service channel may be determined as a customer service channel to which the generated service information is transmitted.

Here, according to the present invention, when the customer terminal extracts the most frequently used customer service channels, if there are a plurality of extracted customer service channels, the customer service that transmits the generated service information to the most recently used customer service channel in time. You can decide by channel.

As described above, the present invention provides service information corresponding to customer service requests received through various channels by arranging interfaces connected to a plurality of customer service channels, thereby providing optimal customer service quickly and at a low cost. have.

In addition, the present invention can provide user convenience by determining a customer service channel to be transmitted based on customer service channel information used by a customer terminal and providing a service through a channel frequently used by a user.

In addition, the present invention can provide optimal customer service quickly by classifying customer service request information received through various channels into a service group based on extracted specific keywords.

In addition, the present invention can provide user convenience by measuring a service information generation time and transmitting a message including a scheduled date for providing service information if it is not within a preset time.

The features, structures, effects, and the like described above in the present invention are included in at least one embodiment of the present invention, and are not necessarily limited to only one embodiment. Furthermore, features, structures, effects, and the like exemplified in each embodiment may be combined or modified for other embodiments by a person having ordinary knowledge in the field to which the embodiments belong. Therefore, the contents related to such combinations and modifications should be interpreted as being included in the scope of the present invention.

In addition, although the embodiments have been mainly described above, these are merely examples and do not limit the present invention, and those skilled in the art to which the present invention pertains are exemplified above without departing from the essential characteristics of this embodiment. It will be appreciated that various modifications and applications are possible. For example, each component specifically shown in the embodiments can be implemented by modification. And differences related to these modifications and applications should be construed as being included in the scope of the invention defined in the appended claims.

100: customer terminal
200: Customer Center Platform Service Delivery System for Omni Channel
210: interface unit
220: storage
230: service information provider

Claims (10)

In the customer center platform service providing system for an omni channel that is connected to a number of customer terminals,
An interface unit connected to a plurality of customer service channels to receive customer service request information of the customer terminal, to integrate a plurality of service channels into one, and to make an omni channel;
The customer service request information including the phone number of the customer terminal received from the interface unit, the customer terminal information and customer service channel information including the number of times the customer service channel is used by the customer terminal are stored, and each service group A storage unit classified and stored as; And,
And a service information providing unit that generates service information corresponding to the customer service request information and transmits the generated service information to the customer terminal,
A timer measuring the generation time of the service information; And,
Further comprising a message generating unit for generating a message including the expected date of service information provided,
The service information providing unit includes an information matching unit, a service information generating unit, a customer service channel determining unit, and a control unit,
When the customer service request information is received, the customer service request information is analyzed, and the analysis extracts specific keywords from the customer service request information and classifies them into each service group related to the extracted keyword based on the extracted specific keywords ,
The information matching unit matches the customer terminal information and the customer service channel information used by the customer terminal and stores it in the storage unit,
The service information generating unit generates service information corresponding to the customer service request information,
The customer service channel determination unit determines a customer service channel to be transmitted based on the customer service channel information used by the customer terminal,
The control unit controls the information matching unit, the service information generation unit, and the customer service channel determination unit to control the generated service information, and the generated service information through the determined customer service channel among the plurality of customer service channels, to the customer terminal. The message generation unit to determine whether the service information is generated within a preset time through the timer, and to generate a message including a scheduled date for providing the service information if the service information is not generated within the preset time. And controlling, transmitting the generated message to the customer terminal through the determined customer service channel among the plurality of customer service channels,
The interface unit,
A socket communication module connected to the first customer service channel;
A Transmission Control Protocol / Internet Protocol (TCP / IP) module connected to the second customer service channel;
A ReSTation / HTTP (Representational State Transfer / Hypertext Transfer Protocol) module connected to a third customer service channel;
An FTP / SFTP (File Transfer Protocol / Secure File Transfer Protocol) module connected to the fourth customer service channel;
A Simple Object Access Protocol (SOAP) module connected to a fifth customer service channel;
An E-mail / JMS (Java Message Service) module connected to the sixth customer service channel; And,
And other modules connected to the seventh customer service channel;
The service information providing unit,
When determining the customer service channel to be transmitted based on the customer service channel information used by the customer terminal, the customer service channel information of the customer terminal is checked to generate the previous customer service channel to which the customer service request information of the customer terminal has been transmitted. Determining a customer service channel to transmit the service information;
When determining the customer service channel to be transmitted based on the customer service channel information used by the customer terminal, the customer service channel information of the customer terminal is checked to extract the most frequently used customer service channel, but the extracted customer service If there are multiple channels, the customer service channel for omni channels is characterized by extracting the most recently used customer service channel, and determining the extracted customer service channel as a customer service channel to transmit the generated service information. Platform service delivery system. delete delete delete delete delete delete In the service providing method of the customer center platform service providing system for an omni channel including an interface unit, a storage unit, a service information providing unit, a timer and a message generating unit connected to a plurality of customer service channels and being connected to a plurality of customer terminals,
Receiving customer service request information of the customer terminal through the interface unit, and integrating a plurality of service channels from a plurality of customer terminals into one to channel an omni channel;
Analyze the received customer service request information including the phone number of the customer terminal through the service information providing unit, wherein the analysis identifies specific keywords from the customer service request information including the number of customer service channels used by the customer terminal. Extracting, classifying into service groups related to the extracted keyword based on the extracted specific keywords, and matching the customer terminal information and customer service channel information used by the customer terminal and storing the information in the storage unit;
Generating service information corresponding to the customer service request information through the service information providing unit;
Determining a customer service channel to be transmitted based on the customer service channel information used by the customer terminal through the service information providing unit; And,
And transmitting the generated service information to the customer terminal through the determined customer service channel through the interface unit.
Determining a customer service channel to be transmitted based on the customer service channel information used by the customer terminal through the service information providing unit,
Checking the customer service channel information of the customer terminal and determining a previous customer service channel to which the customer service request information of the customer terminal has been transmitted as a customer service channel to which the generated service information is transmitted;
The customer service channel information of the customer terminal is checked to extract the customer service channel most frequently used by the customer terminal, and the extracted customer service channel is determined as a customer service channel to which the generated service information is transmitted.
The timer checks whether the service information is generated within a preset time, and if the service information is not generated within the preset time, a message including a scheduled date for providing the service information is generated. How to provide customer center platform services for Omni channels. delete delete

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